Using ShoreTel Connect HYBRID Scribe

Content

Anyone who experiences the convenience of visually reviewing voicemail messages will appreciate the benefits of using ShoreTel Connect HYBRID Scribe. Whether you are in a meeting, traveling, in a noisy room, or unable to answer your phone for any reason, this service sends you an email for each voicemail message showing who called, when they called, and what they said. You can also listen to the voicemail message by playing the attached WAV audio file or by dialing into your voicemail.

The following sections provide detailed information about the ShoreTel Connect HYBRID Scribe service.

Table of Contents

Features
Requirements
Use
Transcription Processing Time
FAQ
Activate Service
Manage Settings

Features

Note: ShoreTel Connect HYBRID Scribe is not HIPAA compliant.

Requirements

Additional Considerations

Use

  1. A caller leaves a message in your voicemail box.

  2. The first 60 seconds of the message are transcribed by the ShoreTel Connect HYBRID Scribe service.

  3. An email is delivered to the email address specified for the user (in ShoreTel Connect Director), which includes the following:

    • A .wav audio file attachment for listening to the complete voicemail message

    • A transcription of the first 60 seconds of the voicemail message

    • A message summary showing the following:

      • From - Name and phone number identifying the caller

      • To - Name and phone number identifying the called party

      • Time - The day of week, date, time, and time zone for the call

      • Duration - Length of the voicemail message

    • Month-to-date usage statistics showing the number of messages and the amount of time for transcribed messages in the format of: hh:mm:ss

Note: The message indicator light on your ShoreTel phone remains illuminated after a voicemail message has been transcribed.

Transcription Processing Time

Every message is initially processed by automated software. However, if a certain percentage of words are not recognized by the automated processing software, the message is sent to a person for manual transcription processing. The approximate processing time required for the ShoreTel Connect HYBRID Scribe voicemail transcription service is as follows:

FAQ

Q: Are entire voicemail messages transcribed regardless of length, or is there a time limit for transcription purposes?
A: Only the first 60 seconds of each voicemail message is transcribed, but the attached .wav file contains the entire voicemail message.

Q: Does the Scribe service transcribe only English messages?
A: Yes, the Scribe service currently works for only the English language.

Q: Can transcribed messages be manually re-transcribed?
A: No, not at this time.

Activate Service

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.

  2. Navigate to Phone System > Add-on Features.

  3. In the Add-on Features screen that appears, click the Activate button next to ShoreTel Connect HYBRID Scribe.

  4. In the Settings dialog box that opens, review and modify settings as needed with information specific to your account. (For a description of each setting, see the Edit Account Settings section below in this article.)

  5. Click OK to save the settings.

  6. When asked to confirm the purchase of the license, click OK again.

Manage Settings

Your organization's ShoreTel Connect HYBRID Scribe service is built with default settings that are applied to every new user. ShoreTel Connect HYBRID Authorized Contacts (Decision Makers and Phone Managers) can manage settings for Scribe by using the instructions in the following Edit Account Settings, Add Users, Edit User Settings, and Remove Users sections.

Note: The tabular format of the Scribe page enables you to customize your view. You can drag columns to different locations, change column width, and right-click within the column headings area to show or hide any of the columns of data that are displayed on the screen. Additionally, tabular formatted screens provide a new "Multiple values search" field. For instructions, see the Multiple Values Search article.

Edit Account Settings

Note: Changing account-wide settings affects only users added in the future, not existing users.

  1. Log into https://portal.shoretelsky.com with email address (username) and user password.

  2. Navigate to Phone System > Add-on Features.

  3. In the Add-on Features screen that appears, click the Settings button next to ShoreTel Connect HYBRID Scribe.

  4. In the ShoreTel Connect HYBRID Scribe Settings dialog box that opens, select the desired options:

    • Delivery of transcriptions
      • Send Immediate - Select this option if you want the voicemail audio file emailed to each user immediately without waiting for the message to be transcribed.

Note: If you select this option, each user will receive two emails for each voicemail. The first email containing the voicemail audio file is sent immediately. The second email contains both the voicemail audio file and voicemail transcription. For information about processing time, see the Transcription Processing Time section of this article.

  1. Click OK to save the changes.

Add Users

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.

  2. Navigate to Phone System > Add-on Features.

  3. In the Add-on Features page that appears, click the Manage button next to ShoreTel Connect HYBRID Scribe.

  4. On the ShoreTel Connect HYBRID Scribe page, click the Add button, which opens the Add ShoreTel Connect Hybrid Scribe Users dialog box displaying a list of all inactive users in the Select Users panel.

  5. Search for users and select the check box next to each user for whom you want to add the service.

  6. Click Next, which displays the Summary panel.

  7. Click the terms and conditions link, review the terms and conditions, return to the Add ShoreTel Connect Hybrid Scribe Users page, and select the "I have read the terms and conditions" check box.

  8. Click Finish, and then click OK to confirm activation of the user profile(s).

Edit User Settings

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.

  2. Navigate to Phone System > Add-on Features.

  3. In the Add-on Features page that appears, click the Manage button next to ShoreTel Connect HYBRID Scribe.

  4. In the ShoreTel Connect HYBRID Scribe page that opens, which displays a list of active users, to find the desired user, you can filter your view by doing the following:

    • Users - To find a specific user, type search criteria in the Name, Email, and Phone Number columns, and sort users by clicking any of the column headings.

    • Locations - To view users from a particular location, select the desired address from the "All locations" drop-down menu (located above the toolbar).

  5. When you find the desired user, click the user's name to open the Edit ShoreTel Hybrid Scribe dialog box.

    • Alternatively, you can right-click anywhere in the row of the desired user and select the "Update ShoreTel Hybrid Scribe" option.

  6. Edit any of the following settings as desired.

  7. Click OK to save the changes.

Remove Users

  1. Log into https://portal.shoretelsky.com with your email address (username) and password.

  2. Navigate to Phone System > Add-on Features.

  3. In the Add-on Features screen that appears, click the Manage button next to ShoreTel Connect HYBRID Scribe.

  4. On the ShoreTel Connect HYBRID Scribe page, which displays a list of active users, search for the user whose service you want to remove. (You can also sort users by clicking any of the column headings.)

  5. When you find the user, right-click anywhere in the row for that user.

  6. Select the Disable ShoreTel Hybrid Scribe option to remove the feature for the user.

  7. Click OK to confirm.

Related Topics

Enabling ShoreTel Connect Sync for ShoreTel Connect HYBRID Services
Using ShoreTel Connect HYBRID Fax
Troubleshooting ShoreTel Connect HYBRID Add-on Features
Roles and Permissions
ShoreTel Support

ShoreTel Dates

Created Date 2015-09-30 - Modified Date 2017-08-15


Article: 000011718